Senior Manager, Performance Management

[{{ $ | translate}}] Senior Manager, Performance Management
China Financial Shared Service Centre

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Job description

Key responsibilities

  • Lead a team of 2-3 senior analysts to manage Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting for finance processes operation, including setting up KPI metrics, developing regular reports on operational performance in finance shared services center, and participating in review meetings with both FSSC internal & external stakeholders
  • During migration stage, work with PMO and hotel FC teams to propose KPI metrics on cost, quality and speed, and develop SLA report templates for review and approval
  • Identify KPI reporting tool and work with the process managers to ensure KPI data can be collected with the least effort
  • After migration, manage team members to produce shared services operational performance reports with data from various sources, ensure SLA reports with data accuracy and delivered in a timely manner
  • Define and measure input metrics from upstream processes in hotels to FSSC that impact shared services performance to drive ‘quality at source’, i.e., input data is delivered from hotel to SSC with quality and timeliness requirements
  • Keep connections with industry professionals, develop and measure KPIs with external benchmark, provide inputs for continuous improvements opportunities
  • Be responsible for center level incident management, develop framework and take appropriate actions for reporting and monitoring the resolution if there’s any incident happened
  • Define billing model and manage billing processes based on shared service center’s operational volumes and performance
  • Develop learning & development framework, for both leaders and associates, including FSSC new employee orientation, ongoing technical skills & soft skills training, work with FSSC HR team to implement training programs according to plan

Qualifications & Skills required

  • Bachelor’s degree from an accredited university
  • 8 years of progressive experience in finance shared services operational or functional roles with 2 years of KPI and SLA reporting experience
  • Strong analytical skills with the ability to collect, organize and analyze operational performance data, Tableau or other visualization tools experience required
  • Excellent verbal and written communication skills with fluency in English and Chinese, strong presentation skills
  • Able to communicate with different stakeholders in a matrixed organization
  • Adaptability to changing and fast growing environment


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Job type
University Drive, Coral Springs, FL, United States
Starting in
As soon as possible

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